Professional Summary

I have more than 18 years of software experience in diverse industries. I am experienced in a wide variety of disciplines including requirements gathering, product and project management, user experience design, object modeling, usability, and quality assurance.

My focus is to increase the usability of any type of application, including web-based, through ethnographic research, heuristic evaluations, and rapid paper prototyping. I have a track record of linking together engineers and designers in order to ship great products.

Employment History

USABLE PATTERNS (2002 – Present)

I founded Usable Patterns in 2002 to help other companies understand usability, and to implement usable products. I published a book review in Interactions, a Front Line article for Better Software Magazine, and I presented at both Agile 2008, and Agile Roots 2009. Usable Patterns was proud to be one of the original sponsors for Agile Roots 2009. I have focused on consulting for companies looking to improve their user experience while using agile development methodologies.

  • Designed and released iPhone applications for commercial use
  • Improved user experience for companies, from large to small, including NetVision, Primavera, and Basgetti Enterprises
  • Created icon, logo, and web design for small companies

GARTNER, INC. (2010 – 2011)
Principal Research Analyst for User Experience, Mobile Application Development, and Software Development Lifecycle

I am responsible for giving clients guidance to help them improve the user experience of their product.  My emphasis focuses on how to help them properly use presentation strategies for desktop, web,  and mobile applications.

  • Gave guidance to several Fortune 500 companies through dialogues on User Experience, Presentation Strategies, and Mobile Applications
  • Helped conduct interviews to understand how organizations are using software development life cycle practices and how to improve them

Manager, Product Usability and Design / Technical Product Owner

I helped research and develop features that improved the client experience, and simplified access to Burton Group research. As head of the design team, we identified early on that clients wanted to find the right research, download it, and consume it offline. We released features for 1-step delivery to the inbox, scheduling a dialogue with analysts, as well as showing the benefits of Research Assistants to our clients.

  • Discovered, documented, and maintained customer requirements for a top-tier information technology analyst group
  • Validated customer requirements, working to help clients retrieve strategic information for time sensitive projects
  • Created specifications for development team

Senior Software Engineer – Usability and Interaction Design

I designed key features for airline reservations management. I simplified the interface for a key, complex process that determined price and availability of seating based on seasonal flow of travelers, cost of operating flight, and historical data. I also worked with the TGV employees of SNCF in France, initiating the design for moving current airline reservations systems for use with rail systems in Europe.

  • Analyzed customer business process, and developed interface for airlines reservations management
  • Interviewed customers on-site to understand how to solve their booking and planning issues, helping customers optimize profit for small airline companies
  • Developed and maintained customer relationships at an international level

Senior Human Factors Engineer

I integrated a user-centered design process into an existing eXtreme Programming (XP) environment. I redesigned the interface for the flagship product, helping LANDesk to win the coveted Network World shoot-out for systems management, something they had barely been a contender for previously. We participated in a case study with Karen Holtzblatt and Hugh Beyer on how to use Contextual Design in an agile environment. Our design team was one of the first at using personas to help developers understand the user while sticking to the standard iterative timeline.

  • Helped forge dynamic relationship between XP development teams and interaction design teams
  • Worked with customers on-site to develop solutions that solve their pain points, and increased their capability to perform their duties as network administrators
  • Developed and maintained customer relationships at an international level, striving to exceed standards worldwide in information technology and business process management
  • Cooperated with off-site development teams, creating requirements and other design documents in detail for implementation by teams located in China
  • Created business flow and interaction models so developers could understand the underlying need of the customers
  • Worked with development team to develop a world-class web-based systems management tool

Product Management / Business Analyst

I gathered the research and created requirements for Primavera’s PrimeContract, an online contract management and document repository for construction clients. I helped secure a contract with the Navy just prior to leaving for Salt Lake City.

  • Managed development projects in launching and maintenance of award winning ASP
  • Supervised design teams for feature development
  • Maintained key relationships with development partners and early access partners
  • Captured product, user, and technical requirements using data modeling and user interviews
  • Created, researched, and delivered presentations at national and international user conferences for Primavera Systems, Inc. and OpenText, Inc.
  • Produced use case and analysis object models to complement product requirements documents
  • Worked towards achieving Capability Maturity Model certification by helping found process engineering group

Human Factors Engineer

I designed the user interface for SureTrak Project Manager, a Win100 award winner, beating out Microsoft Project 2 years in a row. I also designed the first web-centric project management interface for Primavera and contributed significantly for designs of their award winning contract management software.

  • Pioneered development for web-centric project management applications
  • Designed, developed and enhanced usability for e-commerce procurement systems
  • Client/Server applications and web-based project management systems
  • Conducted user interviews to collect and evaluate user requirements for software and web-based applications
  • Produced prototypes at all stages of design process for evaluation and usability testing
  • Designed, administered, and analyzed usability tests
  • Analyzed quality function deployment (QFD) team findings
  • Managed focus groups and usability round tables

Network Administrator / Technical Support / Quality Assurance

As a technical support agent, I designed the first wizard that Primavera would use.

  • Administered local area network, e-mail, and web accounts
  • Provided support for DOS and Windows project management software
  • Created and maintained: Support BBS, Primavera technical support WWW home page, and CompuServe support forum


  • Object modeling experience with classes, use cases and analysis object models (Rational Unified Process, Requisite Pro, and Rose)
  • Context modeling and business requirements analysis
  • Intranet and extranet deployment and development (Lotus Notes, OpenText Livelink, Documentum, Sharepoint)
  • Project management skills using critical path, critical chain, and earned value models (Primavera software and Microsoft Project)
  • Experience in HTML, JavaScript, and Visual Basic (Microsoft Visual Studio, Microsoft Expression, Adobe CS Suite, Lotus Domino)
  • Image manipulation, icon creation, and design work (Adobe CS Suite, Corel Suite, Inkscape, GIMP, and MS Paint)
  • Professional and technical writing experience
  • Extensive knowledge of networks, personal computers, peripherals and software systems
  • Fluent in French, basic understanding of Spanish


  • Bachelor of Science, Architectural Studies – University of Utah, June 1995
  • Graduate Course Work, Architectural Studies – University of Utah, 1994 through 1995

Selected Publications & Presentations:

  • “Putting a Face on Customer Needs”, Better Software Magazine, September 2005
  • Review of “The User Is Always Right: A Practical Guide to Creating and Using Personas for the Web by Steve Mulder and Ziv Yaar,”, Interactions, July+August 2007
  • “Design, Usability, and the Bottom Line”, Burton Group Executive Brief, March 2008
  • “Using Persona with XP at LANDesk, an Avocent Company”, Agile 2008
  • “Creating and Using Personas in an Agile Development Environment”, Agile Roots 2009

Specialized Training

  • Passionate Product Owner, Jeff Patton – 2009
  • Agile and Paper Prototyping, Todd Warfel – 2008
  • Persona LifeCycle, Adlin and Pruitt, 2007
  • Design Patterns for User Interfaces, Ken Mullet, 2007
  • Mastering the Requirements Process, James Robertson – 2001
  • Information Design, Edward Tufte – 1999
  • Designing with your Eyes Open, Jared Spool – 1998
  • User Interface Design, Human Factors, Intl. – 1997

Professional Society Memberships

  • ACM SIG-CHI (1997 – 2012)
  • IEEE (2000 – 2012)
  • IEEE Utah Section Webmaster (2010 to 2011)
  • Computer Society (1998 – 2012)
  • Treasurer of Utah chapter (2005-2006)
  • Computer Society Chair (2007-2009)

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